File download fails

A failed download can come from your connection, your browser or the restrictions applied to the shared link. Here are the checks to run, in order, before contacting support.

In short

Check your connection, retry, then try another browser or a private window. If the file comes from a shared link, check the link’s restrictions: expiration, password or download limit. If the failure persists, contact support with the exact error message.

Checks, in order

1. Connection. Check that your internet connection is stable, then retry the download.
2. Retry. Run the download again once before going further: an isolated failure often comes from a passing interruption.
3. Another browser or private window. Test with a different browser, or in a private window, to rule out a problem specific to your usual browser.
4. Shared link restrictions. If the file comes from a shared link, the link may have expired, require a password or have reached its download limit. See Shared link problems.

If the failure persists

Contact support at [email protected] or via the Contacting support article, stating the exact error message, the time of the failure and the browser used.

Common issues

The shared link no longer works. Why?

It may have expired, require a password or have reached its download limit; see Shared link problems.

The download keeps getting interrupted. What should I do?

Check the stability of your connection and retry, then test in a private window or another browser.

What should I send to support?

The exact error message, the time of the failure, your browser and operating system — and, for a shared link, any restrictions the owner mentioned.